Refund policy
At Royalliva, we are dedicated to providing beautifully selected home products along with a reliable and customer-focused shopping experience. Each order is checked before it leaves our facility, but we understand that there may be situations where a cancellation, return, refund, exchange, or warranty request is needed.
This policy outlines how Royalliva handles order cancellations, returns, refunds, damaged items, exchanges, delivery issues, and warranty coverage.
1. Order Cancellation Policy
Cancellation Before Shipment
Orders may be cancelled for a full refund as long as the item has not yet been shipped.
To request a cancellation, please contact us as soon as possible at:
Email: Support@royalliva.com
Cancellation After Shipment
Once an order has been handed over to the shipping carrier and is already in transit, we are unable to cancel or make changes to the order.
If you no longer wish to keep the product, you may request a return after the order has been delivered, subject to the terms of this policy.
Customized Orders
Custom-made, personalized, or specialty items, including custom sizes, finishes, colors, or designs, cannot be cancelled, changed, or refunded once production has started.
2. Return Window & Eligibility
60-Day Return Window
Royalliva offers a 60-day return period starting from the date your order is delivered.
Return requests must be submitted within 60 days of delivery. Requests made after the 60-day period will not be accepted.
Return Conditions
To qualify for a return, the product must:
Be unused and unassembled
Be free from damage
Be returned in its original packaging
Include all original accessories, manuals, tags, inserts, and included components
Royalliva reserves the right to refuse any return that does not meet the conditions listed above.
3. Non-Returnable Products
The following items cannot be returned or refunded:
Customized or personalized products, unless there is a confirmed manufacturing defect
Products that have been assembled, installed, used, altered, modified, or damaged after delivery
4. Return Shipping Responsibility
Quality-Related Issues
Royalliva will cover the cost of return shipping if the product:
Arrives damaged
Is defective
Was shipped incorrectly
Is materially different from the product description or images shown on our website
These issues must be reported within 48 hours of delivery. Photos or videos may be required so our team can verify the issue.
Non-Quality Related Returns
For returns due to personal preference, including but not limited to:
Change of mind
Style preference
Color preference
Size preference
Ordering the wrong item by mistake
The customer will be responsible for the return shipping cost only.
No additional restocking fees will be charged.
5. How to Initiate a Return
To begin a return request, please contact us through:
https://www.royalliva.com/pages/contact
Or email us at: Support@royalliva.com
Return Process
Step 1 – Submit Your Return Request
Contact our customer support team and provide your order details.
Please note: Photos or videos of the product and the original packaging must be included with your return request.
Step 2 – Receive Return Authorization
If your return request is approved, our support team will send you return instructions along with the correct return address.
Please do not send any product back without receiving authorization first. Unauthorized returns may not be accepted.
Step 3 – Package the Item Securely
Please carefully package the item and include the following inside the package:
Order number
Product ID
Step 4 – Ship the Return
We strongly recommend using a trackable shipping service when returning your item.
Royalliva is not responsible for return shipments that are lost, delayed, or not delivered.
Once a return has been approved, the package must be shipped within 7 calendar days.
6. Refund Process
Inspection
After we receive your returned item, our team will inspect the product to confirm whether it meets the return requirements.
You will be notified once your refund request has been approved or rejected.
Approved Refunds
If your refund is approved, the amount will be issued back to your original payment method within 5–10 business days, depending on your payment provider.
7. Damaged or Defective Products
Visible Shipping Damage
If the package appears visibly damaged at the time of delivery, please reject the shipment if possible and contact us immediately.
Concealed Damage
If you discover damage after opening the package, please contact us within 48 hours of delivery and provide:
Photos or videos of the damaged product
Photos of the packaging materials
Photos of the shipping label
Depending on the situation and your preference, Royalliva may offer one of the following solutions:
Replacement product
Refund
Another suitable resolution
8. Complimentary 2-Year Extended Warranty
At Royalliva, we want every customer to feel confident after purchase. That is why every order includes our complimentary 2-Year Extended Warranty.
Covered Under Warranty
Our warranty covers:
Electrical issues
Manufacturing defects
Defective components or parts
If the item cannot be repaired, we may provide a store gift card equal to the current value of the product so you can purchase a replacement from our store.
Warranty Exclusions
The warranty does not cover:
Intentional damage
Accidental damage
Damage caused by extreme weather conditions
Normal wear and tear
Cosmetic wear, marks, scratches, or damage from regular use
To submit a warranty claim, please visit:
https://www.royalliva.com/pages/contact
Or email us at: Support@royalliva.com
9. Restocking Fees
Royalliva does not charge restocking fees for eligible returns.
10. Delivery Exceptions & Delivery Claims
Customer-Caused Delivery Exceptions
If a delivery issue occurs due to incorrect address details, an unavailable recipient, missing building access instructions, missing phone information, or any other customer-related reason, Royalliva will make reasonable efforts to work with the carrier to arrange redelivery whenever possible.
If the package is returned to us after unsuccessful delivery attempts, we will issue a refund minus any return shipping fees charged by the carrier.
If the package is lost while being returned to sender, no refund or replacement will be provided.
Merchant or Carrier-Caused Delivery Exceptions
If a delivery exception happens due to an error by Royalliva or the shipping carrier, we will work with you to arrange a redelivery, replacement, or full refund at no additional cost.
Delivered Packages
Once a package is marked as delivered and proof of delivery is available, including delivery photos, GPS confirmation, or carrier delivery records, responsibility for the package transfers to the recipient.
If you believe a delivered package is missing, please contact us within 24 hours. We will assist with the investigation whenever possible.
Signature Delivery Requests
If your delivery location has a high risk of package theft, please contact us after placing your order to request signature-required delivery. Additional carrier fees may apply.
Misdelivered Packages
If the carrier delivers your package to the wrong address or leaves it in an clearly unsafe location due to carrier error, Royalliva will work with you to provide a replacement or full refund.
Contact Information
Royalliva Customer Support
Phone: +1-816-704-7030
Email: Support@royalliva.com
Contact Page: https://www.royalliva.com/pages/contact
Address:
239 Terrapin Terrace
Ottawa, Ontario K4A 0W2
Canada